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The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments
Service providers personality traits is one of important determinants to deliver proper service to customers to make them satisfied in service delivery. Despite numerous studies on personality traits and emotional labor, little empirical work has been conducted to investigate the causal effects of h...
Autores principales: | , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Frontiers Media S.A.
2020
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7326059/ https://www.ncbi.nlm.nih.gov/pubmed/32670123 http://dx.doi.org/10.3389/fpsyg.2020.00631 |
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author | Lee, Seungsin Park, Jungkun Back, Ki-Joon Hyun, Hyowon Lee, Suk Hyung |
author_facet | Lee, Seungsin Park, Jungkun Back, Ki-Joon Hyun, Hyowon Lee, Suk Hyung |
author_sort | Lee, Seungsin |
collection | PubMed |
description | Service providers personality traits is one of important determinants to deliver proper service to customers to make them satisfied in service delivery. Despite numerous studies on personality traits and emotional labor, little empirical work has been conducted to investigate the causal effects of hotel middle managers’ personality traits on their commitment to the hospitality industry. Thus, this study aims to examine the effects of hotel middle managers’ personality on two dimensions of commitments: organizational commitment and service quality commitment meditated by emotional variables: emotional labor and emotional exhaustion. The sample of this study consists of 266 department managers from full-service hotels in a metropolitan city in the Southern United States. The results confirmed the significant role of hotel middle managers’ personality traits, especially expressive personality, in organizational commitment and service quality commitment. Hotel operators should foster a work setting that consistently promotes congruent emotions via regular training and screening to reducing employees’ emotional exhaustion, increasing organizational commitment and service quality commitment, ultimately, reducing employees’ turnover intentions. |
format | Online Article Text |
id | pubmed-7326059 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2020 |
publisher | Frontiers Media S.A. |
record_format | MEDLINE/PubMed |
spelling | pubmed-73260592020-07-14 The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments Lee, Seungsin Park, Jungkun Back, Ki-Joon Hyun, Hyowon Lee, Suk Hyung Front Psychol Psychology Service providers personality traits is one of important determinants to deliver proper service to customers to make them satisfied in service delivery. Despite numerous studies on personality traits and emotional labor, little empirical work has been conducted to investigate the causal effects of hotel middle managers’ personality traits on their commitment to the hospitality industry. Thus, this study aims to examine the effects of hotel middle managers’ personality on two dimensions of commitments: organizational commitment and service quality commitment meditated by emotional variables: emotional labor and emotional exhaustion. The sample of this study consists of 266 department managers from full-service hotels in a metropolitan city in the Southern United States. The results confirmed the significant role of hotel middle managers’ personality traits, especially expressive personality, in organizational commitment and service quality commitment. Hotel operators should foster a work setting that consistently promotes congruent emotions via regular training and screening to reducing employees’ emotional exhaustion, increasing organizational commitment and service quality commitment, ultimately, reducing employees’ turnover intentions. Frontiers Media S.A. 2020-05-15 /pmc/articles/PMC7326059/ /pubmed/32670123 http://dx.doi.org/10.3389/fpsyg.2020.00631 Text en Copyright © 2020 Lee, Park, Back, Hyun and Lee. http://creativecommons.org/licenses/by/4.0/ This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms. |
spellingShingle | Psychology Lee, Seungsin Park, Jungkun Back, Ki-Joon Hyun, Hyowon Lee, Suk Hyung The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title | The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title_full | The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title_fullStr | The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title_full_unstemmed | The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title_short | The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments |
title_sort | role of personality traits toward organizational commitments and service quality commitments |
topic | Psychology |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7326059/ https://www.ncbi.nlm.nih.gov/pubmed/32670123 http://dx.doi.org/10.3389/fpsyg.2020.00631 |
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